Talkswitch 24-CA, 48-CA/CVA manual Queuing callers to an extension ring group, Using call waiting

“The extension you have reached is currently busy. If you wish to continue holding, please remain on the line. To leave a voicemail message, press one.”

If the call was transferred from another extension and the extension has no voice mailbox and there is no auto attendant on this line with a main menu to return to:

“The extension you have reached is currently busy. If you wish to continue holding, please remain on the line.”

While the caller is on hold at your extension, you hear a call waiting beep every 75 seconds. If you want to rotate through queued callers, dial Flash 7. The caller you are speaking to is placed on hold, and the first caller in the queue is retrieved. If you have multiple callers queued, press Flash 7 to retrieve callers on a first in/first out basis.

If call waiting is enabled for the Busy action of a local extension, callers hear ringing (or music if enabled) while the local extension hears a call waiting beep and receives the caller ID for the new call. To connect to the new caller, press Flash 7. To let the caller fall through to the next level of the cascade, ignore the beep.

3.2.7.2 Queuing callers to an extension ring group

If you want to queue callers to a ring group, configure this action using an auto attendant. This feature is also referred to as automatic call distribution.

Example: Configure auto attendant 1 to queue callers to ring group 301 for technical support if they have pressed 5. When a caller presses 5 for technical support, they enter the queue immediately. Every 60 seconds the caller hears the following prompt: “Your call is important to us. Please remain on the line. To return to the previous menu, press * .” Extensions that are part of the ring group and are available will start ringing within 10 seconds of hanging up the phone from a previous call. The delay allows time to make a new call or activate Do not Disturb as a log out option. After 5 extension rings, it will ring once every 16 seconds. When you pick up, you hear a prompt that provides the option to accept the queued call by pressing

# or leave the caller in the queue by pressing * and returning to the dial tone to make a new call.

3.2.8 Using call waiting

The call waiting feature is activated under Call Handling -> Local extensions in call cascade section of the Busy tab list (invoke Call Waiting).

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